Helpdesk Operators
Helpdesk operators help computer users who are having difficulty with their computers.
Tasks may include:
• responding to requests for help received by phone, email or in person
• fixing computer software and hardware problems over the phone
• logging clients into a computer network
• making suggestions for the prevention of future problems
• keeping records of the computer problems.
Skills and knowledge
Helpdesk operators need to have:
• an understanding of computer software packages and a broad understanding of computer and network hardware
• problem solving and decision making skills
• verbal and written communication skills.
The type of product knowledge required will vary depending on the organisation a helpdesk operator works in and the systems they provide support for.
Personal qualities
You need to be polite, patient, able to work under pressure and to meet deadlines. You also need to be able to work well as part of a team, with minimal supervision
